Order Cancellation & Return Policy

1.1 Strict No-Cancellation Rule (App-Level)

• Due to ultra-fast fulfillment schedules, orders cannot be cancelled once placed, whether prior to dispatch or while out for delivery.
• Cancellation at Doorstep Only: A cancellation request can only be made verbally to the delivery rider upon their arrival at your delivery address. The rider will then initiate the cancellation workflow with the local branch.

1.2 Fee Allocation for Doorstep Cancellations

• If an order is cancelled at the doorstep, the customer assumes full liability for all operational fees incurred, including Delivery Fees, Packaging/Handling Fees, and Surge Charges (if applicable).
• Prepaid Orders: Cancellation charges will be deducted from the total transaction amount. Remaining funds will be returned to the original payment instrument within 3 to 5 business days.
• Cash on Delivery (COD) Orders: Customers are strictly required to pay all cancellation charges directly to the rider before the rider departs.

1.3 Consequences of Non-Payment (COD Orders)

• Failure or refusal to settle cancellation fees with the rider for COD orders will result in an immediate, permanent suspension and blocking of the customer's account across the QuickKirana platform.
• QuickKirana reserves the right to pursue legal action and recovery measures for unpaid balances and operational losses.

1.4 Rider Waiting Period & Unreachable Customers

• Delivery riders will wait at the delivery location for a maximum of 5 minutes.
• If a customer is unreachable via call/app or fails to accept the delivery within this timeframe, the order will be marked as Cancelled by Customer. Full delivery and handling fees will be charged accordingly.

1.5 Cancellation by QuickKirana

QuickKirana reserves the right to cancel an order without prior liability under the following circumstances:

• Real-time stock unavailability or inventory discrepancies at the fulfillment center.
• Inaccurate or incomplete delivery address details provided by the user.
• Unforeseen severe weather conditions, civic disruptions, or route safety issues.
• Detection of fraudulent, abusive, or automated/bot ordering patterns.

2.1 Strict Post-Handover Policy (Mandatory Doorstep Inspection)

• No Post-Handover Claims: Once the rider hands over the items to you (or your representative) and leaves the delivery premises, no claims for missing, wrong, or physically damaged items will be accepted under any circumstances.
• Mandatory Inspection: Customers are required to inspect the order contents in the presence of the delivery rider prior to receiving/accepting the delivery.

2.2 Approved Reasons for Instant On-Spot Return

Items may only be returned directly to the rider at the moment of inspection for the following issues:

• Visible packaging damage, leakage, or seal tampering.
• Expired products or items near expiration (where quality is compromised).
• Missing items or wrong items delivered vs. the order summary.
• Quality deterioration in fresh categories (fruits, vegetables, meat, dairy).

2.3 Non-Returnable Categories

Once inspected and accepted from the rider, the following categories are strictly non-returnable:

• Perishable goods (fresh milk, curd, vegetables, frozen items).
• Baby care products (baby food, diapers, formula).
• Personal care and hygiene items (soaps, sanitary pads, grooming products).
• Innerwear and intimate apparel.
• Sealed electronic accessories or utility items once the outer box seal is broken.

2.4 Item Substitutions & Price Variations

• In the event of an out-of-stock item replacement (if enabled by customer preference), any price variance will be adjusted. Excess payments will be refunded to your QuickKirana Wallet; shortages will be collected at delivery.
• Product weight variations for items sold by weight (e.g., fresh produce) are subject to a standard +/- 5% margin. Minor weight variations do not qualify for returns.

2.5 Refund Settlement Timelines

• Approved Doorstep Returns (Prepaid): Refunds for verified returned/missing items identified during doorstep inspection will be processed within 3 to 5 business days to the original payment method, or instantly credited to the QuickKirana Wallet.
• Approved Doorstep Returns (COD): Adjustments will be made on the spot to the payable invoice amount. For full-order returns, any valid refund balance will be issued via digital payout link or wallet credit.